Terms & Conditions

Orders & lead times

We recommend placing your order 2–4 weeks in advance, depending on the size and requirements of your order and our availability.

Larger, more detailed or high-volume corporate orders may require additional notice. We may also be able to accommodate shorter-notice orders from time to time, so please feel free to enquire if your date is closer.

All dates are subject to availability.

Quotes, bookings & payment

Every order begins with an enquiry. Once we have reviewed the details and prepared your quote, you can let us know if you would like to go ahead.

Once your quote has been accepted, an invoice will be sent to your nominated email address.

For standard orders, full payment is required to confirm your booking. Your booking is confirmed once the required payment has been received, and production does not commence before payment unless alternative payment terms have been agreed by Personalised Cakes in writing.

Dates are subject to availability and cannot be held without the required payment. If payment is delayed, we cannot guarantee that your requested date will remain available.

Payment can be made by credit or debit card or EFT. For EFT payments, please use the payment reference shown on your invoice and allow up to two business days for the payment to be processed and identified.

Card payments are processed through our secure payment facility.

Approved corporate & larger-order payment terms

Full payment is required to confirm a booking unless alternative payment terms have been agreed by Personalised Cakes in writing.

For orders where payment terms have been approved, your order is confirmed when you accept the quote or order and the agreed payment terms in writing. The invoice must then be paid in accordance with those terms.

Once an order has been confirmed, Personalised Cakes may begin purchasing ingredients and materials, ordering custom stock, producing personalised components, allocating production time and undertaking other work required to complete your order.

Where approved payment terms apply, cancellation of the order does not automatically cancel amounts already incurred or payable under our cancellation terms.

Cancellation of confirmed orders

Because our products are custom-made for each customer, costs and production commitments may begin as soon as an order is confirmed.

If you cancel a confirmed order, any refund — or any amount that remains payable where approved payment terms have been provided — will depend on the stage of the order and the costs and commitments already incurred.

These may include ingredients, packaging, edible printing, custom materials, outsourced products, design and preparation work, production already completed, and other non-recoverable costs reasonably incurred for your order.

Where production has commenced or custom-made components have already been completed, those amounts may be non-refundable or remain payable even if the final order is no longer required.

Delivery

Our orders are delivered rather than collected.

Cakes, cupcakes and other fresh products are available for delivery within Sydney. Cookies and logo cookies can be sent Australia-wide, including interstate.

Delivery arrangements for larger corporate orders or cookie orders going to multiple locations will be quoted according to the order and delivery locations. Delivery charges vary depending on the order and destination.

Deliveries operate Monday–Friday. We are closed for deliveries on Saturday and Sunday.

Cookie orders travelling outside Sydney are sent using a third-party postal or courier service. Delivery dates and transit times depend on the carrier and the time taken to process and deliver the parcel. While we plan orders carefully, courier and postal delivery dates and times are outside our direct control and delays can occasionally occur.

If your order is required for a particular event, day or time, please allow enough time when arranging delivery. Where appropriate, we may recommend delivery on an earlier day to allow for unexpected delays.

Sydney deliveries can also be affected by traffic and other circumstances outside our control.

Once an order has been successfully delivered, the customer is responsible for its handling, storage and care. Please follow the care and storage instructions supplied with your order or displayed on the box to help keep your products in the best condition.

Edible image & logo printing

Logos, photographs and other supplied images are printed using food-grade edible ink onto edible material.

Because edible inks and edible printing materials are different from standard commercial printing, colours and fine details may vary from the original artwork or image supplied.

We work from the files provided to us and aim to reproduce them as closely as possible, however an exact colour or print reproduction cannot be guaranteed.

Colour matching

We take care when matching colours supplied in logos, reference images and design briefs, however exact colour matching cannot be guaranteed.

Edible food colouring and ingredients can produce variations in shade, and colours can also appear different depending on the screen or device used to view them.

Where a specific colour is requested, we will work toward the closest practical shade using the information and references supplied.

Photographs & intellectual property

Personalised Cakes photographs many of the cakes, cookies and other products we create.

Photographs taken by Personalised Cakes remain our intellectual property and may be used to display our work on our website, social media, portfolio and in promotional or advertising material.

If an order contains confidential information or artwork that should not be displayed publicly, please let us know before production.

Respectful communication

We’re always happy to discuss an order, answer questions and work through the details with our customers, and we ask that communication with our team remains respectful.

Abusive, threatening, rude or inappropriate behaviour toward staff will not be accepted. Where necessary, Personalised Cakes may end a conversation, decline an enquiry or terminate an order.

Privacy

We respect your privacy and use the personal information you provide to respond to enquiries, prepare quotes, manage and fulfil orders, arrange delivery and communicate with you about your order.

Customer information is handled securely and is not sold to third parties.

Where card payment is available, payment information is processed through the relevant secure third-party payment facility and is not collected through our enquiry forms.

If you have a question about information you have provided to us, please use our Contact form.